Octopus Energy USReviews of octopusenergy.com

Response from Octopus Energy USJun 29, 2026

We're truly sorry for the wait times and email delays you experienced—that's not the service we're aiming for. We've been growing rapidly as of late and are actively hiring to strengthen our support team. We'd like to make this right. Please reply with your account details or contact us at [email protected] , and we'll keep our eyes peeled so we can prioritize your concerns immediately. Regarding, the last day of the billing cycle, the meter read schedule is controlled by the utility, and while we can give a general estimate of when to expect a bill each month, they are not generated on the same day each month. All the same, we should be able to give you a general idea. We appreciate you giving us a shot and hope we can earn a better experience in the year ahead.

Response from Octopus Energy USMay 21, 2026

We sincerely apologize for the frustration you've experienced with our online payment process. You're absolutely right—having to call each month is not the experience we want for you, and we hear you. We've recently made significant improvements to our ACH (bank account) payment system that should resolve the issues you've encountered. These changes are live now and designed to make payments faster and more reliable. We'd like to make sure this is working smoothly for you. One of our Energy Specialists will reach out and help ensure this is working as expected. Thank you for your patience and loyalty. We're committed to earning back your confidence. 🐙

Response from Octopus Energy USMay 20, 2026

Thank you for bringing this to our attention. I sincerely apologize that we closed the wrong account. That's not the experience we want you to have, and I understand how frustrating this must be—especially when you're managing multiple properties and trying to do right by your tenant. I'm personally investigating this now to confirm exactly what happened and get it resolved for you. You can expect to hear directly from me within 24 hours with a clear plan forward. We truly value you as a customer, and we're going to make this right. 🐙⚡️

Response from Octopus Energy USMay 19, 2026

Thank you for reaching out, and I'm truly sorry for the frustration — a delayed response is never the experience we want for you, and I completely understand how that feels. Setting up automatic payments from your checking account should be simple, and we want to make sure you're taken care of. I'm personally flagging your inquiry to ensure a team member follows up with you directly to walk through the setup and confirm everything is working on your account. We'll be in touch shortly — and again, I apologize for the wait. You deserve better, and we're committed to making this right.

Response from Octopus Energy USMay 18, 2026

Thank you for sharing your experience — we're sorry to hear this caught you off guard, and we completely understand the frustration. When customers enroll through one of our third-party partners, the Early Termination Fee is outlined in the Electricity Facts Label provided at signup — but we recognize that doesn't always mean it lands clearly, and that's something we take seriously. After reviewing your account, we could see that the ETF was significantly higher than the actual energy charges from your time on service, so we've gone ahead and waived it entirely. We want to make sure every customer feels that they've been treated fairly, and in this case, that was the right call. I will follow up with you directly as well. -- ⚡️🐙

Response from Octopus Energy USMay 15, 2026

Hi Marianela, thank you for sharing your experience — feedback like this is exactly how we get better. We're sorry the rate structure wasn't clearly explained at the time you enrolled. The 9¢/kWh is the energy charge, but your local utility (AEP Central) adds a separate delivery charge on top — and we understand how frustrating it is to discover that after signing up. I've already flagged this with our enrollment partner so we can review exactly what was communicated during your signup call and make sure it isn't repeated. I've also reached out to you directly via email with a couple of options to make this right. Please don't hesitate to reply there — we'd love the chance to turn this around for you. ⚡️🐙

Response from Octopus Energy USMay 12, 2026

Hi Randy, Thank you for taking the time to share your experience with us. We never want anyone to leave feeling frustrated or unheard, so we took a close look into your account and call history. From our review, we can confirm that on March 27th you spoke with a member of our team and requested for your service to end at the close of your billing cycle. During that conversation, our energy specialist confirmed April 17th as the cancellation date, and you agreed that timing would work. Your service was then canceled on April 17th, exactly as discussed. We were unable to find any earlier call or email requesting cancellation effective March 27th, and when we reached out for additional details so we could investigate further, we unfortunately didn’t hear back. We also did not see any indication during your interactions with us that you were unhappy with your experience at the time. That said, we genuinely appreciate the chance to review your concerns, and we’re sorry this situation left you feeling disappointed. We always aim to make things straightforward, fair, and human. If there’s anything further you’d like to discuss, our team is always happy to help. - Octopus Energy US 🐙

Response from Octopus Energy USMay 6, 2026

Hi Simon, we're truly sorry your family arrived to a dark home- that's never acceptable, and we understand how upsetting that must have been. There was an internal processing delay on our end, and while Roland our Team Lead reached out to address the situation, we know that doesn't undo the experience. We're working to make sure it doesn't happen again. We do want to note for transparency: when switching providers in Texas, a switch keeps your existing service active until we take over. A move-out with your previous provider creates a gap before new service begins. Choosing the switch option would have prevented the interruption, and we're committed to making sure our customers are fully informed of that distinction going forward.